Customer Care Executive Job in Delhi at Nirmalaya

Responsibilities:

Customer Support & Communication:

• Handle customer queries via phone, WhatsApp, email, Amazon Seller Central, and social media
• Resolve complaints related to orders, delivery delays, damages, returns, and refunds
• Communicate politely, clearly, and confidently — even with angry customers
• Ensure first-time resolution wherever possible

Order & Platform Management:

• Track orders across Amazon, Blinkit, and D2C channels
• Coordinate with logistics, warehouse, and marketplace teams for issue resolution
• Maintain accurate records of complaints, resolutions, and follow-ups

Brand Representation:

• Uphold Nirmalaya’s brand values in every interaction
• Educate customers about product usage, ingredients, and sustainability story
• Escalate critical issues immediately — no hiding, no delaying

Reporting & Improvement:

• Maintain daily customer support logs
• Identify recurring issues and share insights with the management team
• Suggest process improvements to reduce complaints and improve experience

Skills & Requirements:

Must-Have:

• Excellent spoken and written Hindi & English
• Prior experience in customer support / e-commerce support (Amazon experience preferred)
• Strong problem-solving mindset — not dependent on scripts
• Calm under pressure and emotionally mature
• Basic computer skills (Excel, email, CRM tools)

Good to Have:

• Experience with FMCG / wellness / D2C brands
• Familiarity with Amazon Seller Central & Blinkit dashboards
• Understanding of returns, refunds, and customer psychology

Our ethos is to draw from this rich tradition, and offer fragrances in many forms, both traditional and newly created. We wish to perfume every life with the essence of nature, distilled but pure, truly Nirmalaya.